The TBRDA Training Department has two core training responsibilities: initial training for new hires and ongoing education for all TBRDA staff.
Under the supervision of the Training Coordinator, a team of Communications Training Officers (CTOs) provide hands-on training and mentorship to new hires.
Quality Assurance (QA) is a vital process that allows us to assess the performance of dispatchers and call takers. We measure their effectiveness against established standards, agency policies, and public expectations to ensure that the service we provide to our partner agencies and the public is of the highest quality.
Through the use of QA, we are able to identify both the strengths and weaknesses of our center. This gives us valuable insight to reinforce our strengths and address any challenges we may face. By evaluating our operations against national standards, we can identify and rectify any shortcomings, thereby improving the level of care we provide.
QA also plays a crucial role in educating management on areas where development and improvement are needed. This results in a more responsive 911 operation that is able to adapt to changing requirements while maintaining strict adherence to operational principles. By implementing recommendations for change and setting standards of excellence, supervisors can ensure that the communications floor operates at its best.